About the Technical Support Engineer role
A Technical Support Engineer solves the customer problems that a standard support agent cannot: reproducing bugs, reading logs, debugging integrations and APIs, and translating between frustrated customers and busy engineering teams. The role sits at the intersection of customer service and software engineering, and it requires real technical depth alongside the patience to explain complex issues simply.
The role's shape depends on your product and support model. In a SaaS company, Technical Support Engineers typically handle tier 2 and tier 3 escalations, own complex tickets end to end, and file well-documented bug reports. In infrastructure or developer-tool companies, they may work almost entirely with technical customers, debugging code samples and API calls. Some teams also make them responsible for the knowledge base, internal tooling, or on-call rotations.
In your posting, be specific about the technical bar: which languages, databases, or protocols the person will actually touch, whether they read or write code day to day, and what the escalation path to engineering looks like. Also state the channels and coverage model, including any weekend or on-call expectations, since these details decide who applies.
Technical Support Engineer job description template
Job brief
We are looking for a Technical Support Engineer to resolve our most complex customer issues and act as the bridge between customers and engineering. Your responsibilities will include troubleshooting escalated tickets, reproducing bugs, debugging API and integration problems, writing clear technical documentation, and feeding product insights back to the development team. To succeed in this role, you should combine strong diagnostic skills with clear, patient communication. Ultimately, you will turn our hardest support cases into fast resolutions and a better product.
Responsibilities
- Own escalated technical tickets from first response through resolution
- Reproduce reported issues in test environments and isolate root causes
- Read application logs, error traces, and network requests to diagnose problems
- Debug customer issues with APIs, webhooks, integrations, and data imports
- Write clear, complete bug reports and prioritize them with engineering
- Guide customers through fixes and workarounds in plain, jargon-free language
- Create and maintain knowledge base articles and internal troubleshooting runbooks
- Identify recurring issues and propose product or documentation fixes that remove them
- Meet response and resolution SLAs while keeping customer satisfaction high
- Participate in the on-call or weekend coverage rotation as scheduled
Requirements and skills
- 2 or more years in technical support, support engineering, or a similar troubleshooting role
- Ability to read logs and stack traces and to form and test hypotheses methodically
- Working knowledge of APIs and HTTP, including testing requests with tools like Postman or curl
- Comfort with SQL for investigating data issues
- Familiarity with at least one scripting language such as Python or JavaScript
- Excellent written English: you can explain a technical root cause to a non-technical customer
- Calm, structured approach to angry customers and high-pressure incidents
- Degree in computer science or a related field, or equivalent hands-on experience
Nice to have
- Experience supporting a SaaS product or developer-facing platform
- Exposure to cloud platforms such as AWS, GCP, or Azure, and to reading browser dev tools
- Experience with ticketing systems such as Zendesk and with building support tooling or macros
- A second language for supporting international customers
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